Salesforce Operations Lead

AbbVie US Commercial Business Technology Solutions (BTS) organization is looking for a Salesforce Operations Lead to be part of the Integrated Technology Operations and Service Delivery Management team within the BTS Patient Services function. This position will lead the operations of platform, data, and applications built on Salesforce ecosystem including but not limited to Salesforce Service cloud, Health cloud, Marketing Cloud, Experience Cloud, and partner with support teams of solutions built on .NET, TIBCO, AWS, Power BI, AEP, etc. to maintain the service level agreements and ensure systems are operating within the defined SLA to deliver exceptional end user and patient experience.

This position will report to BTS Associate Director of Service Delivery Management for US Patient Services and Consumer Marketing, and will partner with business operations directors, IT solutions management leads, IT Solution Architects, IT engineering leads and IT AppCOE leads in this role.

Responsibilities:

• Lead the day-to-day operations of PRM (Patient Relationship Management) platform with multiple applications in the Salesforce Service / Health / Experience / Marketing cloud platforms, used by 1500+ service agents across patient engagement, contact center, access & reimbursement, patient access program business functions, for 10+ brands across multiple therapeutic areas within US to ensure stability, integrity and business continuity of systems and data.
• Ensure that incidents are resolved within Service Level Agreement (SLA).
• Oversee problem management and drive identification of root causes as well as prevention of recurrences.
• Liaise with the Solutions Engineering teams to triage and solve critical incidents, technical debts, etc.
• Strong collaboration skills for effective communication across multiple teams and stakeholders, both internal and external Operational support of Salesforce.com including support of daily operations, configuration changes, data integrity, reporting, and troubleshooting.
• Develop, maintain, and improve standard operating procedures for all Salesforce platform services to ensure stable, compliant and secure delivery to business.
• Create and Monitor KPIs which are relevant for customer satisfaction, define escalation thresholds to Engineering team for resolution.
• Enhance team productivity using continuous improvements and transformation initiatives such as Automation, process re-design, etc.
• Ensure data integration pipelines across all the solutions (Salesforce and non-Salesforce systems) are stable and high-quality data is exchanged across the systems to deliver unified experience.
• Work with application support teams to get the resolution for functional issue, data issue, user setup and other ad-hoc requests, and hold them accountable to meet the SLAsBuild and deliver operational reports, data extracts, etc. for business operations functions.
• Perform constant monitoring of production data volume, issues, downtimes and business user requests.
• Coordinate and support IT business owners, business users, in-house IT teams and third-party vendors for production ServiceNow ticket resolution and data integration analysis.

Qualifications:

• Bachelor's Degree with 7 years of experience; Master's Degree with 6 years of experience; PhD with 2 years of experience.
• Salesforce administration or platform developer certification required.
• In-depth Knowledge of Salesforce products such as Service Cloud, Experience Cloud, and Marketing Cloud and proven experience of implementing and managing the operations of applications built on these platforms.
• In-depth knowledge of Salesforce application administration; security, standard/custom objects, reports/dashboards, and release management and sandbox environments.
• Strong hands-on experience with Salesforce code using Force.com platform, Integration (REST, SOAP, Change Data Capture, Platform Events), Force.com API, SOQL, SOSL, Lightning Web Components (LWC), Visual Force (VF Pages), and Apex Classes, Apex triggers, Batch Apex.
• Salesforce automation techniques: Workflow rules, Process Builder, Apex triggers, and Lightning flows. 
• Experience working in ITSM framework and Service Now or relevant platform required.
• Vendor team management experience (Onshore and Offshore) preferred.
• Salesforce Marketing cloud admin / specialist / developer certification preferred.
• Advanced Knowledge of Salesforce security model preferred.
• Experience on integration platforms like Mulesoft and TIBCO preferred.

At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity and affirmative action employer, we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic. If you would like to view a copy of the company’s affirmative action plan or policy statement, please email CorpJat_ABV@abbvie.com.